The big contact centre disconnect

We’ve all got our opinions and we all feel that we’re sometimes experts in fields that we might appear to know little about. However, we are all customers of someone. That probably places us as expert customers?

So why is it we’re increasingly seeing declining customer service satisfaction, and increasing numbers of customer complaints?

Is it because we have more opportunity to be more vocal and by publicly complaining via social channels. And given that they are emotional experiences, often it moves other people to join in and stoke the fires with their own similar hideous experiences?

It’s all about expectation.

We are rapidly accelerating into a society of immediate gratification, reducing our levels of patience, such that even microwaves appear slow these days.

Pair this up with businesses constantly looking to do more with less, and it’s a ticking time bomb.

This need not be the case, with a higher degree of awareness within the servicing company, in understanding exactly what the customer experience is for their customers. Additionally, we’re an increasingly digital population and many businesses still struggle on their journey to a blend of digital and analogue services.

So what is the answer?

You might be surprised to hear me say that this is not necessarily about technology! However, it’s more to do with how the technology is brought into play and in what scenarios. But ultimately it’s about the people and process and creating much more personalised experiences for your customers.

I’m here to help, so let me know if this resonates and I can help you and drop me a line ⬇️

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